Client Access Representative (Bilingual-Spanish/English) - Sound Community Services, Inc.

$1,000.00 Sign-On Bonus!

($250.00 in first paycheck, $750.00 after successful completion of new-hire probationary period)!

Compensation:  $19.87/hour - $20.37/hour

(Candidates who take and pass a Spanish language proficiency test will earn $20.37/hour!)

COMPETITIVE BENEFITS PACKAGE!

Full Time Employees Earn:

• Generous PTO package includes:
  • 13 paid federal holidays annually
  • 5 paid personal/floating holidays annually
  • Sick time
  • Up to 20 Vacation days per year!!
• Company-paid Life Insurance
• Company-paid Accidental Death & Dismemberment Insurance
• 401K Available
• Opt-in benefits available: Aflac, Pet Insurance, Employee/Spouse/Child Life Insurance, and Long-Term Disability
• Plus, Medical, Dental, & Vision Insurance!
• New for this benefit year: Medical insurance option available at NO COST TO THE EMPLOYEE!
• Tuition Reimbursement Programs available!

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Who We Are:

Sound Community Services, Inc. (SCSI) inspires hope by empowering our diverse community to find healing and growth!

Sound Community Services, Inc. is a private, not-for-profit organization dedicated to educating, assisting, and supporting individuals with persistent mental illness and substance use disorders.

We work tirelessly to create a culture and environment in which recovery and wellness are possible.

 Who You Are:

Sound Community Services, Inc. is seeking team members whose mission is to display compassion, accountability, respect and excellence in our communities. 

Position Overview: 

Title:                                Client Access Representative (CAR)

Reports to:                       Clinic Office Manager

Department:                     Outpatient

Classification:                   Non-Exempt; Union

Schedule:                         Mon-Fri, 8:30 AM – 5:00 PM

The Client Access Representative (CAR) is responsible for performing a variety of duties involved in the front-line contact for clients and referral sources, including seeking access to outpatient behavioral health care. This position facilitates a timely intake process, referrals to community services as appropriate, and works with clinicians to improve client engagement.

We are looking for a highly motivated individual with excellent people skills to add to our team at Sound Community Services, Inc. (SCSI) for the Client Access Representative (CAR) position.  This vital position serves as an important member of the Revenue Cycle Management Team in all areas of client access, scheduling, communication and coordination of services at SCSI.

Essential Functions include, but are not limited to:

• This position greets clients and visitors, in-person or on the telephone and answers or refers inquiries in a cordial, professional manner
• Maintains operations by following policies and procedures.
• Contributes to team effort by accomplishing related results, as needed.
• Delivers exceptional customer service to both internal and external clients.
• Maintains clinician and staff schedules as directed by Clinic Office Manager
• Schedules and reschedules client appointments for medical and clinical staff.
• Check clients in and out of the clinic.
• Greets clients with a courteous and professional manner.
• Confirms client insurance eligibility.
• Maintains and updates client files in electronic medical record at every visit.
• Updates client demographics including current address, phone number and payer information.
• Scans updated insurance cards, social security cards, picture ID's and uploads to document library.
• Updates Release of Information forms (ROI) as needed
• Takes photos of clients and uploads into electronic medical record.
• Collects client co-pays, co-insurance, etc. at time of service.
• Determines when to apply sliding scale.
• Processes/implements client payment agreement letters and ensures clients are adhering to payment agreements.
• Answers telephone calls and responds to inquiries appropriately and professionally.
• Conducts Pre-screenings: Provides initial telephonic or in-person intake pre-screening for clients requesting access to behavioral health services; collects data for review by clinician to determine eligibility for services or referral to other providers or level of care as appropriate.
• Communicates with clients regarding acceptance for services and scheduling of intake appointments.
• Completes Point of Entry (POE) module.
• Conducts insurance verifications at Point of Entry (POE).
• Conducts Pre-Intake meetings: Meets with clients face-to-face prior to intake to perform all necessary in-processing and data collection (including but not limited to scanning, faxing, etc.), obtain ROI’s, facilitate record requests and obtain collateral data as needed; may assist clients in completing self-reporting screens and data collection for direct input into the intake document; Scans updated insurance cards, social security cards, picture ID's and uploads to document library; Captures any necessary demographic information not collected during Pre-Screening.
• Orients clients to services at SCSI, client’s rights & responsibilities and engagement policies.
• Authorizes services for clients when required (Medicaid, Blue Cross Blue Shield, etc.).
• Handles voicemail messages quickly and professionally.
• Maintains neatness of waiting room and reception desk areas throughout the day.
• Provides clerical support functions to the medical and clinical staff.
• Attends training as directed by Clinic Office Manager and agency leadership; Participates in quarterly safety drills and fulfills training and eLearning, as required.
• Serves as a liaison between referral agencies and individuals seeking behavioral health outpatient services.
• Processes referrals received from outside agencies.
• Communicates with referral services on current information, program updates, etc.
• Serves as a back-up to other Client Access Representative positions, due to vacations, time-off, etc. (location may vary).
• Comforts clients by anticipating clients' anxieties; answering clients' questions, and checks in the clients, answering their questions as needed.
• Helps clients in distress by responding to emergencies.
• Protects clients' rights by maintaining confidentiality of personal and financial information.
• Maintains confidentiality at all times, according to HIPAA regulations; Ensures that HIPAA Notice of privacy Practices is on display, if applicable.
• Ensures that records are stored securely and handled in compliance with HIPAA privacy and security regulations, if applicable; Assists in implementing state and federal regulations on clinic records management.

Qualifications:

• High School diploma, or equivalent
• One (1) year of experience working in a medical or behavioral health setting OR a Certification/Degree in a medical, billing or pharmaceutical discipline required
• Bilingual English/Spanish required
• Experience with electronic medical records and/or familiarity with health insurance is strongly desired
• Demonstrated knowledge of services provided at SCSI, community resources and cultural competence; 
• Excellent interpersonal skills, including conflict resolution and advanced customer services skills
• Strong organizational and time management skills
• CPR/First Aid certified or eligible

Physical Requirements:

• Regularly required to sit, use hands to finger, handle or feel objects, tools, or controls, and climb stairs
• Regularly required to walk, talk and/or hear
• Speaking and hearing ability should be sufficient to communicate effectively by phone or in person at normal volumes
• Vision adequate to read correspondence, computer screen, forms, etc.
• Specific vision abilities required by this position include the ability to adjust focus
• Occasionally required to stand and climb or balance
• Occasionally lift and/or move up to 25 lbs

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Equal Opportunity Employer Statement:

Sound Community Services, Inc. is an equal opportunity employer.  All employment decisions are made without regard to race, color, age, gender, gender identity or expression, sexual orientation, marital status, pregnancy, religion, citizenship, national origin/ancestry, physical/mental disabilities, military status or any other basis prohibited by law.